Customer Success Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Facilitate the onboarding process and manage UpGuard customers to ensure they effectively utilize the platform.

• Deliver success plans, tailored training sessions, and regular check-in communications.

• Interact with customers frequently and from the outset to enhance product adoption and engagement.

• Comprehend customers’ risk management frameworks and customize UpGuard solutions to meet their specific requirements.

• Track customer health and provide proactive education to those not realizing expected value.

• Represent customer interests and relay updates on their perspectives, risks, strategic insights, issue resolutions, expansion possibilities, and cross-sell opportunities to Product, Sales, and Marketing teams.

• Assess customer challenges and collaborate with them to address these issues utilizing UpGuard technology.

• Gather feedback from customers and colleagues to enhance UpGuard's offerings.

⛳️ Requirements

• A minimum of 2 years' experience in customer success, project management, or account management.

• Knowledge of cyber risk management or risk management frameworks.

• Proven experience in supporting and developing customer relationships at scale.

• Highly organized with the ability to update existing documentation and create new processes.

• Excellent proficiency in English, both written and spoken.

• Capability to work collaboratively across functional teams and be a team player.

• A strong sense of curiosity and a willingness to learn.

• Must complete a national police history check and reference checks prior to employment.

• For the Australian position, legal authorization to work in Australia without the need for company visa sponsorship is required.

🏝️ Benefits

• Monthly Lifestyle subsidy for financial, physical, and mental well-being.

• Work-from-home setup allowance.

• Annual Learning & Development allowance of $1500 USD.

• Annual leave, PTO, and two additional UpGuardian leave days.

• 18 weeks of paid Parental Leave.

• Personal Leave Allowance, including sick leave and carer’s leave.

• Fully remote working environment with no mandatory office attendance.

• Provision of top-spec laptops.

• Paid subscriptions for generative AI tools.

• Certified Great Place to Work® employer.